Customer loyalty and balance statement

Customer Loyalty and Balance Statement

Mats SoomreIMG Konsultant AS / IMG Koolitus / IMG Numeri

partner, management trainer, consultant

Knowing yourself, your team and your customer – you always win !

AccountingTax & legal

Team trainings

Management, leadership and team-working trainingsBELBIN TEAM-ROLES

Sales and customer relationship trainings

PROMOTER INDEX

IMG Koolitus (Training)

Observed behaviour …

Reaction for new ideas1. It can’t be done !

2. It probably can be done,but it’s not worth doing !

3. I knew it was a good idea all along!

Arthur C. Clark

What is our goal?

Profit is important but not enough!

What about our customers?

We expect customer loyalty but are measuring turnover, profit,

ROI, market share and …

How to measure loyalty?

There are TOO MANY customer satisfaction questionnaries …

which our customers do not like!

Perfect service ???

Bain & Company/ Satmetrix362 companys

80% belived, that they deliver perfect service

8% whos customers agreed that

How to measure loyalty?

We do not trust advertising!We trust or friends!Trust drives sales!

Now is time for Promoter Indexwith one and the most important

question!

Promoter Index

Ieteikšanas indekss balstās uz apstākli, ka tad, ja cilvēks kādu

vai kaut ko iesaka saviem draugiem un paziņām, viņš it kā uzņemas atbildību par ieteiktā

kvalitāti.

Many problems solved

Too many questions in questionnaries

Answers are not very specificVery long delay (1-2 x per year)

Anonymous answersAverage numbers, average

customersDifficult to understand outcomeToo late to solve real problems

Most important question

„How likely would you recommend us to your friend or

colleague?“

Additionally the customer is asked a simple question: „Why?”

or „Please give the reason of your

assessment“

Promoter Index

Promoter Index for ZZZ is 65%

Is it good or average or bad?

Minimum is -100%Maximum is +100%

What do you think now? :o)

Promoter Index

PI% = Promoters % - Detractors %

Min. = -100% Max. = +100%

www.recommy.com

Web based ready to use solution is in LATVIEŠU, Estonian,

English and Russian. Feedback can be collected in

English, Estonian, Finnish, German, Dutch, LATVIEŠU,

Lithuanian, Russian, Spanish and Swedish

www.recommy.com

Web based ready to use solution is in LATVIAN, Estonian, English

and Russian. Feedback can be collected in

LATVIAN, Estonian, English and Russian German, English, Dutch,

Russian, Spanish, Swedish, Latvian, Lithuanian, Estonian and

Finnish

Ultimate Goal

Do whatever you like to do as long as your customer is going to

be your loyal promoter!

THERE SHOULD BE PROMOTER INDEX IN EVERY BALANCE

STATEMENT!

I wish you all

Serenity to accept the things You cannot change,

Courage to change the things You can and

wisdom to know the difference!

Reinhold Niebuhr

Mats Soomremats@img.ee

www.img.eewww.belbin.comwww.numeri.lv

THANK YOU !